• Own a portfolio of complex customer relationships and serve as the primary point of accountability for the overall experience • Manage escalations related to support, billing, invoicing, and legacy system limitations, partnering across teams to drive resolution • Identify retention risks and take proactive steps to stabilize accounts and rebuild confidence • Build trusted relationships with customer stakeholders through consistency, transparency, and follow-through • Guide customers from legacy, on-premise solutions toward modern SaaS offerings • Identify and advance expansion and upsell opportunities aligned to customer needs and platform strategy • Collaborate cross-functionally with Support, Product, Finance, Sales, and Engineering to move customer issues forward

• Manage customer relationships for on-premise and cloud-based accounts by creating and maintaining a deep customer rapport, driving strategic retention, conversion, and expansion across each client relationship. • Become a subject matter expert (SME) of their Laboratory Information Software (LIS) by maintaining a deep understanding of its configuration, workflows, and integration capabilities to advise clients and internal stakeholders effectively. • Develop and execute customer-success playbooks that leverage data insights and automation to scale account engagement and improve lifecycle outcomes. • Maintain accurate, consolidated, and hygienic customer data by tracking key health indicators, renewal milestones, and usage trends to proactively address risk and uncover opportunities. • Advocate for customer needs and influence the product roadmap by collaborating cross-functionally with Product Management, Implementation, and Customer Success teams. • Design enablement initiatives and leveraging learning-management tools to maximize user proficiency and value realization by managing, identifying and addressing training or adoption gaps. • Support both client growth and internal strategy by providing feedback and analytics into actionable insights by monitoring and communicating pivotal changes in customer health. • Drive customer renewals and contract expansions by providing solutions to evolving client requirements and ensuring long-term partnership success. • Ensure delivery of quality and consistency with best practices and configuration standards at assigned accounts to support project scope and configuration needs.

• Together with your Customer Success team colleagues, you help Skribble grow by supporting and advising our customers on how to use Skribble and integrate it into their ecosystems. • You ensure customers can roll out Skribble across business units and help them derive maximum value from the product. • You support customers in managing the change required in their business processes and negotiate contract renewals with them. • You identify new opportunities for expansion within our customer base. • You act as the bridge between customers and our product team. • You align with Partnerships on customer onboarding, share insights, and leverage partner resources to keep customers satisfied and engaged. • You run customer campaigns with the Marketing team or support them in identifying customer stories to create marketing assets. • You ensure a smooth handover for the customer and secure customer stories and referrals from the existing customer base.

Laundryheap is an award-winning, industry-leading startup transforming the laundry and dry cleaning industry. With services across 14+ global markets and expanding rapidly across Europe, Asia, and North America, we pride ourselves on delivering clean clothes within 24 hours, making us one of the fastest services in the business. The Role You'll lead Laundryheap's lifecycle messaging programme - owning the strategy that turns first-time customers into regulars, and regulars into subscribers. This isn't a campaign execution role. It's a leadership role with a hands-on edge. You'll build the programme from the ground up - the strategy, the architecture, the channel mix, the testing rhythm - and you'll manage a direct report to help deliver it. You'll be accountable for repeat order rates across every cohort stage, and for setting the standard your team executes against. You'll directly manage a Customer Lifecycle Manager, who owns day-to-day sequence execution and optimisation across email, push, SMS and WhatsApp. What You'll Own The full retention loop: - Post-order habit sequences (1st → 2nd → 3rd+ orders) - Win-back and lapsed customer flows - Subscription upsell tracks - Behavioural nudges and lifecycle triggers - Suppression logic and CRM segmentation architecture - Channel mix across email, push notifications, SMS and WhatsApp - knowing when to use each and how they work together The metrics that matter: - Repeat order rate: 1st → 2nd, 2nd → 3rd, 3rd → 4th+ - Time to reorder by cohort - Lapsed customer recovery rate - Unsubscribe and spam rates (as guardrails) Who You Are Must-haves: - 5+ years in B2C lifecycle, retention or CRM marketing - ideally in a consumer app or marketplace - Hands-on experience building automated sequences in a behavioural CRM (Customer.io, Braze, Klaviyo or similar) - Proven experience running CRM experiments - A/B tests on sequences, timing, copy, and segmentation - and translating results into programme decisions - Experience running lifecycle programmes across more than one channel - email and push plus at least one of SMS or WhatsApp - Comfortable writing your own briefs and copy - Can read cohort data in a spreadsheet or BI tool and turn it into a testing hypothesis - Understands suppression logic, exit conditions, and sequence architecture - not just campaign sends What You Won't Be Doing - Waiting for a brief. This role writes them - Being handed a finished strategy - you'll shape it, pressure-test it, and own what gets built - Managing a large team - you'll have one direct report and a lean setup. The upside is full ownership, fast decisions, and a direct line to results that matter Work Schedule - 9:00 AM to 6:00 PM GMT (UK Shift timings) - 5 days a week (Mon-Fri) - Hybrid Role If you’re a lifecycle marketing leader who thrives on owning retention strategy end-to-end, building high-impact CRM programmes from scratch, and using data and experimentation to drive repeat customer behavior across multiple channels, this is your opportunity to shape and scale customer loyalty within a fast-growing, global team at Laundryheap.